Parcel sent to unknown address and recipient

Placed an order with Snatcher on the 24th of November 2023.

A few weeks later I followed up on the status of my order, to be informed that the items were imported hence the delay. So, I continued to wait.

Mid December 2023 I ask Snatcher to please change my delivery address from my work address to my home address (3.4km away) as I was going on leave. This did not happen as they tried to deliver my order on the 19th of December 2023 to empty building.

On the 9th of January 2024 Snatcher informed me that my parcel had been delivered, not to my home address or my work address but 50km away in a completely different town. Not only did Snatcher change my address to a different town but also updated the delivery recipient to a complete stranger.

Upon asking for a refund, I was told that I changed the address to a different town and that my parcel was delivered correctly. When asking Snatcher to please send me the recording or email to proof that I changed to address to 50km away, my emails just go unanswered.

I honestly do not want my order anymore; I just want a refund for the full amount I paid for goods I never received.